We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 4152 results
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Decision Reference DRN0242441
28 Feb 2018 BISL Limited Not upheldInsurance (excluding PPI)Miss K complains that BISL Limited insured her for the wrong car when she took out a motor insurance policy so she was stopped for driving whilst uninsured. Miss K is represented in this matter by her brother.backgroundMiss K called BISL to change the car covered b... (2 pages)View decision -
Decision Reference DRN-2746827
8 May 2021 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-2746827 The complaint Mr M complains about how American Express Services Europe Limited (AESEL) dealt with his promotional offer application. What happened Mr M says he tried to register in December 2020 for an AESEL promotional offer. He says he was unable to do so and wasn’t told he ... (2 pages)View decision -
Decision Reference DRN2962636
18 Dec 2019 Assurant General Insurance Limited UpheldInsurance (excluding PPI)Mrs S complains that Assurant General Insurance Limited unfairly declined her insurance claim for her son’s damaged phone.backgroundMrs S holds gadget insurance through her bank account. The policy is underwritten by Assurant, so it’s responsible for her claim and complaint. The policy all... (3 pages)View decision -
Decision Reference DRN3472122
18 Jul 2013 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc has lost the title deeds to their property. They say the deeds date back to the 1700’s and the loss of them could materially affect a future sale of their property. background In 1995 Mr and Mrs G took out a mortgage with NatWe... (2 pages)View decision -
Decision Reference DRN-5064551
7 Oct 2024 Accord Mortgages Limited UpheldMortgagesDRN-5064551 The complaint Ms N complains that when she asked Accord Mortgages Limited to send her full details of all the personal information it held for her, on a recently redeemed mortgage, Accord sent all that information to the wrong address. What happened Ms N told our service tha... (3 pages)View decision -
Decision Reference DRN3008539
7 Aug 2018 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr K has complained about the poor service Swinton Group Ltd provided when he made a claim under his car insurance policy.backgroundMr K bought a car insurance policy through a broker, Swinton in November 2016. In January 2017 he changed his car. He called Swinton ... (4 pages)View decision -
Decision Reference DRN9697546
13 Sep 2018 Ageas Retail Limited Not upheldInsurance (excluding PPI)Mr S complains that Ageas Retail Limited wrongly cancelled his motor insurance policy and didn’t give him enough notice of the cancellation. backgroundMr S took out his policy online on 1 October 2017 to start the next day. On the proposal form he said he was buying a... (3 pages)View decision -
Decision Reference DRN-3238864
9 Mar 2022 Lex Autolease Ltd Not upheldConsumer CreditDRN-3238864 The complaint Mrs B complains about the way that Lex Autolease Limited had dealt with the transfer of a cherished registration number when she returned a car at the end of a hire agreement. What happened A car was supplied to Mrs B under a hire agreement with Lex Autolease that... (3 pages)View decision -
Decision Reference DRN-2690822
26 May 2021 AEGON Investment Solutions Ltd UpheldInvestmentsDRN-2690822 The complaint Mr T is represented by his independent financial adviser in making his complaint. The IFA says that AEGON Investment Solutions Ltd caused a number of errors and a delay when was carrying out Mr T’s stocks and shares ISA transfer from another business. The IFA subm... (4 pages)View decision -
Decision Reference DRN-2900577
29 Jul 2021 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-2900577 The complaint, Mr T complains that Toyota Financial Services (UK) Plc (“TFS”) unfairly applied a marker on a car, that it had no interest in, causing him to lose a sale he’d arranged for that car. What happened In July 2020 Mr T acquired a car via a hire purchase agreement with... (3 pages)View decision
